Jasmine Moran
Jacksonville
Summary
Experienced and results-driven Customer Service Professional with over 5 years of experience delivering exceptional support in high-volume environments. Demonstrated success in resolving complex customer inquiries, de-escalating situations, and driving high satisfaction rates (98% resolution rate). Proficient in handling technical issues, navigating CRM systems, and maintaining compliance with company policies. Known for strong communication skills, attention to detail, and the ability to remain calm and effective under pressure.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Maximus
10.2024 - 05.2025
- Deliver real-time customer support via live chat, phone, and email for a government-funded benefits platform.
- Achieved and maintained a 98% inquiry resolution rate, surpassing department benchmarks.
- Identified and implemented proactive solutions that reduced customer complaints by 53%.
- Collaborate with cross-functional teams to ensure accurate information and timely resolution of escalated cases.
- Utilize internal systems to document customer interactions and maintain compliance with privacy policies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Security Officer
Allied Universal Careers
05.2023 - 06.2024
- Ensured safety and security across multiple commercial sites by enforcing company policies and protocols.
- Responded effectively to emergencies and incidents, demonstrating critical thinking and quick decision-making.
- Conducted thorough inspections and perimeter patrols, identifying potential risks and mitigating hazards.
- Delivered customer service to clients, visitors, and staff, improving public perception of site security.
Customer Service Representative
Pearl Interactive Network
06.2020 - 12.2021
- Addressed customer inquiries and provided assistance to ensure a positive customer experience.
- Resolved issues efficiently, contributing to enhanced customer satisfaction and retention.
- Offered technical support by troubleshooting and guiding customers through technical processes.
Education
High School Diploma -
William M Raines High School
Skills
- Empathy
- Problem Solving
- Goals Setting
- Attention to Detail
- Communication Skills
- Customer service
- Active listening
- Customer relations
- Problem resolution
- Call center experience
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Microsoft outlook
- Scheduling
- Follow-up skills
- Product knowledge
- Paperwork processing
- Appointment scheduling
Timeline
Customer Service Representative
Maximus
10.2024 - 05.2025
Security Officer
Allied Universal Careers
05.2023 - 06.2024
Customer Service Representative
Pearl Interactive Network
06.2020 - 12.2021
High School Diploma -
William M Raines High School
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